Terms & Conditions

Our promise to you

We ask you to

Martin & Manifold Vets T’s & C’s

FEE LEVELS & ESTIMATES

• Our written fee list is available on request.
• Estimates will be provided for routine and non routine procedures & surgery. These can be printed or emailed on request. Estimates are valid for one month unless stated otherwise.
• Professional fees, diets, medication & merchandise items are subject to VAT at the current rate. 
• A detailed invoice will be provided for every consultation & procedure.
• Fee levels are determined by the complexity of the treatment provided and the materials and medications used. There will be occasions when fee levels exceed an estimate given due to unforeseen circumstances or complications. If additional fees are being incurred we will endeavour to contact the owner if it is safe for our patient for us to do so.
• Telephone consultations are charged at the same rate as in practice consultations.
  

SETTLEMENT TERMS

• Full payment is due at the time of consultation or collection. 
• Martin & Manifold Vets do not offer monthly accounts.
• Administration charges will be applied to unpaid items.
• Unpaid bills will be forwarded to our debt collection agency which will incur further costs to the client.
• All medication and sales items remain property of Martin & Manifold Vets until full payment is received.
• Full payment of the estimate is payable in advance for caesarean sections in all cases.
• We reserve the right to request payment of the estimate before a home visit is made.
  

INABILITY TO PAY

• We do not offer Payment Plans or part payment options.
• If you are unable to pay for a planned procedure, please discuss this with a member of the team. Alice & Lizzie will help you make a revised treatment/management plan.
• Emergency treatment ‘to alleviate suffering’ will always be given irrespective of ability to pay. 
  

METHODS OF PAYMENT

• Payment can be made by cash, debit or credit card, Apple Pay and Google Pay (excluding AMEX) 
• Cheques are not accepted.
• BACS
• Martin & Manifold Vets do not take payment by Direct Insurance Claim
  

INSURANCE CLAIMS

• Martin & Manifold Vets do not accept payment by Direct Insurance Claim from Insurance Companies. You pay us and they pay you.
• We are very happy to help you complete insurance claims so that you are reimbursed as quickly as possible.
  

HOME VISITS

• In the event of a Veterinary Emergency we prefer to see our patients in the clinic where we have the most staff and equipment to help them. However, we will always try to attend an emergency home visit if this is the only option.
• Home Visits are available for all routine work and for medical consultations. In some cases it may be necessary to transfer the patient back to the clinic for further treatment or investigation.
• We reserve the right to request payment of the estimate before a home visit is undertaken.
• We reserve the right to decline to make a home visit where it is deemed inappropriate or unsafe to do so. 
• We offer Home visit for Euthanasia within a radius of 20 miles from Cirencester.
• Home Visits are booked in either a morning or afternoon time slot. We will endeavour to contact you when we leave so that you have an estimated time of arrival for the Vet or Vet Nurse who is performing the home visit.
• An additional cost will be incurred when two members of veterinary staff are required to attend for a home visit.
  

VACCINATION REMINDERS

• We provide email reminders for annual vaccinations. Please keep your contact details and email address up-to-date with our reception team. 
• For new patients who have not had a primary vaccination course with us, please provide us with the date of their last booster vaccination. This enables us to generate a booster reminder.  
• Despite booster vaccine reminders, it remains the client’s responsibility to book their animal’s booster each year. 
  

PRESCRIPTIONS

• Prescriptions are available from our Veterinary Surgeons. 
• Our Vets can only provide prescriptions for animals deemed ‘under their care’ by the Royal College of Veterinary Surgeons. To satisfy these criteria animals need to be examined every 3-6 months depending on the condition being treated. These examinations are charged as one standard vet consultation fee.
• Please email prescription requests to the practice. We do not take prescription requests via telephone.
• The current prescription fee is £15 for each item requiring a prescription. This is displayed in our reception area.
• We will email prescriptions straight to your online pharmacy of choice. Please provide us with the pharmacy information in the email when a prescription is requested. 
• A prescription will not be appropriate if your animal requires inpatient or urgent treatment.
• A prescription may not be appropriate until your animal is stable on their new medication and we are satisfied that it is safe for them to have a longer prescription at the current dose.
• Flea and worm medication will be dispensed providing an animal is seen once a year at a booster vaccination (or prescriptions can be provided.)
  

EMERGENCY VETERINARY CARE PROVISION

Opening hours 08.30 - 17.30 Mon - Fri

08.30 - 12.00 Saturday

Closed Sunday

In the event of a Veterinary Emergency outside our clinic opening hours your call will be diverted to our wonderful Specialist Out Of Hours Provider, Eastcott Veterinary Hospital.

Eastcott Veterinary Hospital

Hindle Way

Dorcan Way

Swindon

SN3 3FR

Eastcott Out of Hours Veterinary Service will provide an estimate for the consultation prior to booking your appointment. They will provide a further estimate for any treatment or hospitalisation. 

Example Out of Hours Veterinary Appointment prices at Eastcott:

• Veterinary Consultation Out of Hours at Eastcott = £219.70
• Transfer of an inpatient from Martin & Manifold Vets to Eastcott Hospital = £275
• Dog overnight hospitalisation at Eastcott = £49.16 (plus transfer fee or consultation)
• Cat overnight hospitalisation at Eastcott = £41.14 (plus transfer fee or consultation)

ACCESS AND OWNERSHIP OF VETERINARY RECORDS

• Clinical records including radiographs and scan images remain the property of Martin & Manifold Vets. They will be summarised where relevant in the clinical notes. 
• We will email a copy of the clinical history and relevant test results to any Veterinary Surgeon providing a second opinion. Please make this request in writing should the need arise and include details of the preferred Veterinary Practice .
  

COMPLIMENTS & FEEDBACK

We welcome all constructive feedback. We aim to surpass your expectations with the service we provide. It’s a team effort at Martin & Manifold Vets. 

COMPLAINTS & STANDARDS

We aim to be approachable, so please talk to us. We hope you are never unhappy with the quality of care and depth of compassion shown at Martin & Manifold Vets. If there is anything we can do to improve your experience, please speak to either Alice or Lizzie in confidence. If there is something you need to raise formally, please put the details in writing for the attention of Dr Alice Martin, Veterinary Surgeon & Director. Martin & Manifold Vets. Alice will respond within 7 days and a full investigation of events/processes will be completed within 28 days. Martin & Manifold Vets are accountable to our Veterinary governing body, The Royal College of Veterinary Surgeons (RCVS code of conduct).

HOW CLIENT DATA WILL BE USED

Information will be collated about you and your pet when you:

• Visit our webpage (relevant cookies/tracking technology)
• Contact the practice either by phone or in person
• Register as a client or register an additional animal
• Follow us on Facebook or Instagram
• Have a microchip implanted in your pet (compulsory in dogs and soon to be so in cats.)
• Review our practice online
• We have the capacity to record telephone conversations
• CCTV is in operation outside the practice

Clients can request to change the personal information which we store for them at any point. Either email us, phone or pop in and we will be happy to update your personal contact details.

Data will be stored for at least seven years from your last transaction at Martin & Manifold Vets unless you request deletion of this information.

Martin & Manifold Vets will not sell or disclose client data to third parties unless we believe it is essential to the continuity of care for your animal.

We are registered with the Information Commissioners Office (ICO) and have a full GDPR policy, which is available on request. 

CLIENT INFORMATION WE KEEP ON OUR CLOUD BASED VETERINARY PRACTICE MANAGEMENT SYSTEM

To register as a client at Martin & Manifold Vets we will ask you for your preferred title, first name, surname, postal address, email address, and a choice of home/work/mobile telephone numbers.



For each animal registered we require name, age, species, breed, colour, sex, neuter status, microchip number, date of last booster vaccination and contact details for their previous vet.

WHEN WE WILL SHARE YOUR DATA

• Limited personal data (client surname, animal name/age/species) is shared with external laboratories when samples are sent with your consent
• Registering a new microchip - client has an opportunity to approve/modify the contact details submitted to register the microchip
• Personal data will be shared with third parties if an unpaid bill is transferred to our debt recovery agency
• Referral centre or visiting specialist for your pet
• To your insurance company, as part of a claim for veterinary treatment
• With Eastcott Veterinary Hospital if your pet is transferred for ongoing Out of Hours Care
• With another Veterinary Practice at your request
• With Government or Law Enforcement agencies where we have good reason to believe that this is appropriate

Find us at martinandmanifoldvets.co.uk